Technical Support Team Lead - Remote

Overview

Silverfort is a cyber-security startup that develops a revolutionary identity protection platform. Using patented technology, our product enables strong authentication across entire corporate networks and cloud environments, without any modifications to endpoints and servers. In addition, we use advanced behavior analytics to apply adaptive authentication policies and prevent cyber-attacks in real time.

In Short

• Lead and scale a 24/7 support team, handling both Tier 1 and Tier 2 support
• Hire, train, and develop new team members, instill motivation and passion for delivering excellent support
• Implement best practices for high-quality customer support
• Develop and implement tools and procedures to optimize support operations
• Manage escalations and assist the team with complex issues
• Stay updated on new features and changes to inform the team
• Actively handle Tier 2 support, resolving complex customer issues
• Provide hands-on technical investigations and collaborate with other technical teams to troubleshoot and resolve issues.
• Collaborate with other technical teams for troubleshooting
• Work with R&D, Field & Sales Engineers, and Customer Success for seamless customer onboarding and support
• Enhance internal knowledge base articles and processes

Requirements

• At least 2 years of people management experience.
• Minimum of 3 years of experience in a technical support role.
• Strong knowledge of networking - a must
• Background in Cyber Security or Identity/Authentication is highly advantageous.
• Ability to understand and resolve technical issues independently.
• Proven experience with Linux and Windows environments.
• Familiarity with Active Directory - an advantage
• Experience working with ticketing and support systems.
• Excellent communication and problem-solving skills.
• Proficient in English, both written and spoken.
• Ability to thrive in a fast-paced and changing environment, take initiative, and adapt quickly.
• Creative, hands-on approach to challenges.
• Willingness to travel up to 10% of the time.

Benefits

• Opportunity to work in a dynamic and innovative cybersecurity startup.
• Be part of a team that tackles complex challenges in cyber-security.
• Engage in hands-on technical investigations.
• Collaborate with leading experts in the field.
• Potential for career growth within the organization.